Media release: New myGov Digital Assistant

9 November 2018

The Hon Michael Keenan MP

Minister for Human Services and Digital Transformation

Australia’s 14 million myGov account holders now have access to instant help at their fingertips thanks to the rollout of “Charles”, a new digital assistant that can answer customer questions around the clock quickly and easily.

This new myGov Digital Assistant joins the Department of Human Services’ two other public facing assistants, Sam and Oliver, who have already answered more than 2 million questions since March 2017.

Charles is helping customers to get fast answers to common questions including how to create a myGov account, how to link a new service to their account and what to do if their account is locked or suspended.

Minister for Human Services and Digital Transformation Michael Keenan said Charles will make interacting with the Department more effective and efficient while enabling staff to focus on helping resolve more complex matters.

“Digital assistants provide enormous convenience to myGov account holders who are now able to access the information they need without having to pick up a phone or come into an office,” Mr Keenan said.

“The assistants are also helping to ease the strain on our phone lines, giving our staff more time to assist customers who need greater support with complex queries.

“We are committed to ensuring all Australians have access to the best possible government services, 24 hours a day, 7 days a week.”

Digital assistants are one of the key enhancements being delivered as part of the Welfare Payment Infrastructure Transformation (WPIT) Programme.

The myGov Digital Assistant is available 24/7 on both mobile and desktop devices.